Key Facts

Remote From:

Full time

English

Hard Skills

Computer Networks SQL (Programming Language) Systems Analysis Computer Hardware Microsoft Operating Systems Help Desk Support Network Troubleshooting Microsoft SharePoint Microsoft Azure Microsoft Office SharePoint Server

Other Skills

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Troubleshooting (Problem Solving)
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Customer Service
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Microsoft Outlook
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Teamwork
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Communication
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Problem Solving

Roles & Responsibilities

Minimum of 3 years recent experience in computer, server, and network troubleshooting.
Certifications such as MCP, MCSA, CCNA, or similar are required.
Advanced knowledge of Microsoft desktop and server operating systems, SQL, Exchange, SharePoint, and hardware.
Ability to work in a dynamic environment and provide 24/7 support.

Requirements:

Resolve escalated service tickets and support end users.
Evaluate and implement system and network improvements.
Configure and support networks, applications, and security configurations.
Assist with special projects like migrations and onboarding.

Sourcefit

About Sourcefit

Sourcefit is an international BPO company dedicated to helping businesses scale and win. Our approach is simple: get great staff, build a process to last. With locations in the Philippines, Dominican Republic, South Africa, Madagascar, and Armenia, we offer scalable, award-winning offshore staffing and fully-managed outsourcing solutions for customer service, IT, trust and safety, healthcare revenue cycle, accounting, back office, construction, digital marketing, and more. Since 2009 we have helped clients ranging from start-ups to Fortune 500 firms to build enduring value through their outsourced teams. Our 2,000+ employees are committed to delivering close, personal service, while also leveraging the latest technologies, such as AI and Machine Learning, and the most cost-efficient processes. We take great pride in our highly-recognized workplace culture, as well as our transparency, client-friendly business terms, and adherence to the most stringent international standards for data security and privacy, including ISO27001, ISO27701, ISO 9001, SOC2, PCI-DSS and more. With Sourcefit, begin risk-free as you leverage global talent. Contact us here or visit sourcefit.com to get started.

Company type: Large

Founded: 2018

Company size: 1001 - 5000

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Job description

Position Summary:

This position provides the second level of support to end users by handling service requests that have been escalated by lower tiers. Support will be provided onsite, remotely, over the phone, or via email. They will be required to develop solutions for network, desktop, and server problems. They will have the ability to analyze existing systems and make proactive recommendations for improvements. Develops, maintains, and implements all systems, applications, and networking configurations.

Job Details:

Work from Home
Schedule: Monday to Friday 8 PM to 5 AM

Responsibilities

Provides resolution for escalated service tickets
Works with clients to evaluate and solve technical problems
Evaluates existing systems and/or user needs to analyze, design, recommend, and implement system changes
Configures and supports internal and/or external customer networks
Develops and maintains all systems, applications, security, and network configurations
Troubleshoots network performance in coordination with NOC team
Recommends upgrades, patches, and new applications and equipment
Maintains a log of completed work using an incident-tracking application
Create and update support documentation in accordance with standards to improve future troubleshooting efforts
Provide support for special projects including new customer onboarding, O365 migrations, and Azure migration

Requirements

3+ years recent computer, server, and network troubleshooting experience
Certifications: MCP, MCSA, CCNA, or similar
Must be resourceful and able to take initiative in a dynamic environment
Ability to effectively and efficiently troubleshoot technical problems
Advanced knowledge of current Microsoft desktop and server operating systems
Advanced knowledge of Microsoft SQL, Exchange, SharePoint and other server applications
Advanced knowledge of computer and server hardware
Familiarity with network troubleshooting
Professional customer service skills
Strong written and oral communication skills
Ability and willingness to work in an environment providing 24x7x365 support
Ability and willingness to participate in a standard on-call rotation for afterhours support
Customer-oriented and cool-tempered
Uphold company core values and standard with all customers